Operations Manager – Delivery Excellence

This role is built for a leader who can transform delivery operations into a competitive advantage while creating the next generation of operational leadership for Indovance. Key Responsibilities: 1. Delivery Excellence & Operational Performance (35%) On-Time Delivery Ownership. • Ensure consistent achievement of delivery commitments across all projects and accounts. • Establish delivery governance mechanisms to monitor project health, risks, dependencies, and schedule adherence. • Drive proactive intervention plans to eliminate delivery bottlenecks and slippages. Resource & Capacity Optimization. • Lead workforce planning, forecasting, project allocation, and utilization management. • Optimize resource deployment to maximize productivity while maintaining quality standards. • Eliminate operational inefficiencies and reduce non-billable effort. Process Excellence • Develop scalable delivery frameworks, SOPs, and best practices. • Improve throughput and turnaround times through Lean operational practices. • Standardize planning and execution methodologies across teams. Digital & Automation Adoption • Partner with BIM, AI, and Digital Transformation teams to embed automation into core workflows. • Drive technology adoption to improve productivity, quality, and delivery speed. • Identify opportunities for workflow digitization and process simplification. 2. Quality Excellence & Continuous Improvement (30%) Build a Quality-First Culture • Transform quality from an inspection function into an organizational mindset. • Ensure quality ownership remains within delivery teams and not solely with QC functions. • Promote prevention-based quality practices across all programs. Quality Management Framework. • Strengthen and continuously improve Quality Management Systems (QMS). • Define quality standards, review mechanisms, and process controls. • Ensure adherence to internal and client-specific quality requirements. Root Cause Analysis & Corrective Actions • Institutionalize RCA methodologies to eliminate recurring issues. • Drive continuous improvement initiatives using data and quality metrics. • Create closed-loop feedback systems between production, QC, and customer teams. Quality Performance Management Monitor and report: • First-Time-Right (FTR) • Rework % • Defect rates • Client escalations. • Customer satisfaction metrics 3. Productivity & Profitability Management (20%) Productivity Leadership • Establish productivity baselines and improvement targets across business units. • Develop measurement systems for output, efficiency, and utilization. • Drive continuous productivity improvements through process optimization and workforce capability enhancement. Operational Efficiency. • Identify and eliminate process waste, delays, and effort leakages. • Improve delivery margins through effective utilization and workflow optimization. • Leverage automation and standardization to increase overall throughput. Performance Analytics • Implement dashboards and KPI reviews for operational decision-making. • Conduct regular performance reviews with managers and team leaders. • Use predictive analytics for forecasting workload, capacity, and delivery performance. 4. Client Success & Business Growth (10%) Strategic Client Partnership • Develop strong relationships with key clients across the US and UK markets. • Understand client business objectives and align delivery strategies accordingly. • Act as a trusted operational advisor for delivery and quality improvement initiatives. Account Growth Support • Partner with Sales and Account Management teams to support account expansion. • Improve customer retention through consistent delivery performance and service excellence. • Identify opportunities for additional services, efficiencies, and value creation. Governance & Communication • Lead Weekly, Monthly, and Quarterly Business Reviews (QBRs). • Present delivery, productivity, quality, and growth metrics to clients and leadership teams. • Ensure transparent communication of risks, actions, and improvement plans. 5. People Leadership & Organization Development (5%) High-Performance Culture • Build a culture of accountability, ownership, discipline, and customer focus. • Establish clear performance expectations linked to delivery, productivity, and quality outcomes. • Drive recognition and performance management programs. Leadership Development • Coach and mentor General Leads, Team Leads, and future managers. • Build leadership succession pipelines for organizational growth. • Develop capabilities aligned with future Delivery Head requirements. Candidate Profile Experience • 15 + years of experience in Engineering Services, AEC, BIM, Manufacturing Engineering, or Mechanical CAD operations. • Minimum 4–5 years managing delivery operations, quality functions, or multi-team execution environments. • Proven track record of improving delivery performance, productivity, and customer satisfaction. Quality & Process Excellence • Strong exposure to Quality Management Systems (QMS). • Six Sigma Green Belt/Black Belt, Lean, ISO, or equivalent quality frameworks preferred. • Experience building or leading a Quality Center of Excellence (COE) is highly desirable. Commercial & Operational Acumen • Strong understanding of utilization, productivity, project profitability, and operational metrics. • Experience with ERP and project planning systems such as NetSuite, Deltek, or similar platforms. • Expertise in dashboard reporting and data-driven decision-making. Client Management • Experience working with international clients, particularly in US and UK markets. • Demonstrated success managing strategic client relationships and governance programs. Leadership Competencies. • Results-oriented and execution-focused. • Strong problem-solving and decision-making capabilities. • High accountability and ownership mindset. • Ability to influence stakeholders and lead organizational change. • Strong communication and team development skills. Success Progression: Phase 1: Delivery Stabilization • Improve On-Time Delivery performance. • Strengthen Quality COE processes. • Increase First-Time-Right (FTR) metrics. • Improve resource utilization and delivery governance. Phase 2: Productivity & Growth Acceleration • Drive measurable productivity improvements. • Reduce operational leakages and rework. • Embed automation and AI-driven workflows. • Support account expansion through exceptional delivery performance. Phase 3: Enterprise Delivery Leadership • Lead multiple delivery functions and business units. • Own delivery, quality, productivity, and customer success at a broader organizational level. • Contribute to strategic planning, capacity expansion, and organizational growth initiatives. • Demonstrate readiness for owing Operations responsibilities. Success Definition for the Role A successful Operations Manager at Indovance consistently delivers: • On-Time Delivery Excellence • Best-in-Class Productivity & Utilization • Superior Quality & Customer Satisfaction • Scalable Business Growth Through Operational Excellence About Indovance: Indovance (founded in 2003) is a trusted offshore engineering services partner, providing specialized CAD drafting and design support to the global AEC (Architecture, Engineering, and Construction) industry. With headquarters in Apex, North Carolina, and a state-of-the-art offshore center in Pune, India, we deliver scalable, process-driven solutions across multiple engineering disciplines and time zones. At Indovance, precision meets innovation. Our teams handle internationally benchmarked projects with a focus on quality, collaboration, and accountability. We are a people-first organization where engineers gain global exposure, grow through real-world challenges, and build rewarding careers—empowering our clients to achieve their vision with confidence. For More details, please visit our website - https://www.indovance.com/.